privacy policy

TLP Guest House Pty Ltd, trading as The Bundanoon Guest House (“BGH”), takes privacy seriously and is committed to complying with Australian Privacy Laws. This policy sets out how we collect, hold, and disclose personal information.

What is personal information?

Personal information is any information about an individual that identifies an individual or by which an individual’s identity can be reasonably determined.

What types of personal information do we collect?

The types of personal information that we collect may include information about our customers, suppliers, employees and other people who come into contact in the ordinary course of business. We typically collect and hold personal information such as:

  • your name;
  • address including delivery address;
  • contact telephone numbers;
  • email address;
  • date of birth;
  • financial information;
  • business information;
  • transactional information; and
  • any other information collected from our on line booking page.


We may also collect information from our online users including your server address, your top level domain name, the date and time of your visit to the site, the pages you accessed, the previous site you have visited and the type of browser you use.

We do not collect any personal sensitive information which is not relevant to the running of our business and our relationship with you.

Why we collect personal information?

We collect personal information:

  • to provide products and services to our customers;
  • to communicate with our customers and contacts;
  • to manage and account for our products and services;
  • to improve our products and services;
  • to market our products and services;
  • to manage our employees and contractors;
  • to fulfil our legal obligations;
  • to exercise our legal rights and to issue or defend legal proceedings; and
  • to generally carry on our business.


We also use your personal information to promote and market products and services to you, including through electronic methods such as email and SMS. This is to keep you informed of products, services and special offers.

How do we collect your personal information?

Where possible we collect your personal information directly from you. Collection may take place in a number of ways such as when you request a product or service over the telephone or Internet. Where possible we will require you to specifically consent to any collection, use or disclosure of your personal information. This consent is often provided via our on-line booking system.

Is my personal information secure?

The protection of your personal information is our priority. We take all reasonable precautions to safeguard your personal information from loss, misuse, unauthorised access, modification or disclosure. We employ a number of means to protect your personal information including: 

  • restricted access to personal information; 
  • external and internal premises security; 
  • having in place stand-by systems to deal with major business interruptions; 
  • maintaining technology products to prevent unauthorised computer access. 


Furthermore, when we no longer require certain personal information it is our practice to securely destroy the information or delete it from our systems.

Do we disclose your personal information to anyone?

We may disclose personal information to:

  • our employees;
  • other persons in connection with the provision of our goods and services including our suppliers and their employees, insurers, contractors and professional and legal advisers;
  • to anyone else whom the customer authorises us to disclose the information;
  • as otherwise authorised by legislation.


Generally, however we do not disclose your personal information to any external party unless that party is contracted to provide services or activities on our behalf and that party is bound by the same privacy rules. Where any information is disclosed to third parties, the third party agrees to maintain the confidentiality and security of such information. The disclosure of personal information to overseas recipients is unlikely unless it is authorised by law to do so.

Direct Marketing

From time to time and as part of our functions and business activities and to promote our products and services to customers, we may use personal information provided to us for the purposes of direct marketing. Direct marketing includes, but is not limited to, sending our customers and / or contacting our customers in relation to promotions and information about our products and services or to send invitations to our events. We will not use a customer’s personal information for such purposes if the customer requests us not to do so. A customer can opt out of receiving direct marketing communications at any time. Please see the section ‘Contact us’ for our contact information.

We do not disclose your personal information to any external party for the purposes of allowing them to direct market their products or services to you.

If the law requires us to provide you with certain information about our product or services, you will continue to receive this type of information from us even if you have decided not to receive information about our products and services.

What do we do when we get information we didn’t ask for?

Sometimes we may receive information we haven’t sought out. Where we receive this unsolicited personal information about you, we will check whether that information is reasonably necessary for our functions and if we are permitted to hold the information in the same way as the other information you have provided to us. If it can, we will handle this information the same way we do with other information we seek from you. If not the information will be destroyed or de-identified.

What if you don’t want to provide us with your personal information?

If you don’t provide your personal information to us, we may not be able to:

  • provide you with the product, service or facilities you want or need;
  • manage or administer your account or service;
  • verify your identity or protect against fraud; or
  • let you know about other products or services that may better suit your needs.


Ensuring your personal information is up to date

We take reasonable steps to ensure that the personal information we collect is accurate, up to date and complete and that the personal information we use or disclose is accurate, up to date, complete and relevant. To that end, should any changes occur to your personal information we encourage you to contact us to update, correct inaccurate or incomplete information.

Can I access the personal information BGH holds about me?

You may request access to personal information we hold about you. We may require you to verify your identity and to specify what information you require before any information is released. We deal with all requests for access to personal information as required by law. We may charge a fee where we provide access to information to cover the cost of retrieval and the supply of this information. We will endeavour to process any request for access within 30 days of receiving the request from you. Some requests for access may take longer than 30 days to process depending upon the nature of the personal information being sought. We may refuse to provide access if we are not legally required to do so. We may retain your personal information for a period of time after you have ceased your business relationship with us. After the required time has passed we attend to the secure destruction or deletion of your personal information.

Can my request for access to my personal information be denied?

We are not always required to provide you with access to your personal information upon your request. We may refuse you access to personal information in a number of circumstances such as where the information may relate to existing or anticipated legal proceedings with you, where denying access is required or authorised by law, or where the request for access is regarded as frivolous or vexatious. Where we deny your request for access to, or refuse your request to correct your personal information, we will provide you with a reason for doing so.

Can I correct my personal information?

We take reasonable steps to correct all personal information we hold to ensure that, having regard to the purposes for which it is held, the information is accurate, up to date, complete, relevant and not misleading. You may request corrections to personal information we hold about you. We deal with all requests for correction to personal information as required by law. We may refuse to correct personal information if we are not required by law to do so.

Can I complain about a breach of my privacy?

If you believe that we have not protected your personal information as set out in this privacy policy, you may lodge a complaint with us in the first instance. We will investigate the complaint and try and resolve the complaint directly with you.

What if I am not satisfied with BGH’s response?

If you are not satisfied with the outcome, then you may make a complaint to the Office of the Australian Information Commissioner (OAIC). For information about how to make such a complaint, please refer to the OAIC website

Contact Us

To request access to or correction of personal information, to request not to receive marketing material or invitations from us, or to make a privacy complaint to us, please contact:

TLP Guest House Pty Ltd PTY LTD ACN 637 997 669 ABN 95 637 997 669 101-105 Railway Avenue, Bundanoon, NSW 2578. Tel: 02 4883 6372


Privacy Policy Changes

We reserve the right to make changes to this Privacy Policy from time to time and without notice. We recommend that our customers regularly review our Privacy Policy to ensure they are aware of any changes.